Help

Getting started

Information on how you sign up to our Online Investing platform or Register for access to our secure client portal (for all other clients)

Online Investing

Supporting you to get started online

Get started with our Direct Investment Service

You can open an account and be trading within 5 minutes. Here are the simple steps to get you started, and if you need assistance our award-winning Edinburgh based helpdesk will be on hand to help you every step of the way.

Registering

First step, you will be asked to provide us with your email address

Verify your email address

You will be sent an email containing a link, which is valid for 12 hours. Once you have clicked on the link within the email, your email address will be verified and you can continue with your registration.

What happens if you don't receive an email?

Please check your spam folder. If the email isn't there, you can always contact the help desk who will be able to assist.

Complete the registration process

We will ask you to complete your personal information. This will include your national insurance number and either your UK driving licence or passport number which we will use to verify your identity.

Setting up your accounts

You will then be asked which account you would like to set up - find more information on the different account options. You will only be able to select one account type at this stage, but if you would like to open more accounts later you will be able to do this easily from your dashboard.

Each account type will ask you for additional information and ask you to agree to the terms specific to those accounts.

Deposit cash

Once you have set up your accounts you can transfer in your money. You can do this either by debit card payment, direct bank transfer, or you can set up a monthly direct debit from as little as £50 per month.

Start trading

Now you are ready to start building your portfolio. Find the investments you would like to buy and choose between making a one-off purchase or setting up a monthly investment instruction to regularly add to your savings and investments.

If you are not sure where to start, check out our helpful guidance:

Transfer in

If you would like to transfer from an existing account from another provider, you can do this easily using our online transfer form.

Get the App

You can monitor your investments and trade on the go by downloading our App.

Get started with our secure online portal

All clients can have access to view their investments online.

Get in touch

In order to gain access to our secure online portal (My Charles Stanley), we need to send you an email invitation to register. You can request this by:

Contacting the help desk
1. support@charles-stanley.co.uk
2. 020 7149 6600
Contacting your Account Manager (Investment Manager, Financial Planner or Client Relationship Manager)

Register

Once you have received your email invitation, follow the simple instructions within to complete your registration. Once you have registered you will have online access to:

Near real-time Portfolio holding valuations and cash statements.
Investment Reports, Tax Packs and other important documents.
Portfolio changes, including corporate action movements and contract notes.
Secure two-way messaging directly with your Investment Manager.

Get the App

You can monitor your investments on the go by downloading our App.

Transferring to Raymond James Client Access

Welcome to the new secure online client account - Raymond James Client Access UK

Here we seek to answer some of the questions you may have and ensure you are ready to move across to your new and improved new secure client account.

Client Access will provide the same features you’re familiar with from MyCS, but with Raymond James branding, an updated look and feel, and a clearer, more intuitive layout.

This switch to Raymond James branding is part of the ongoing integration of Charles Stanley and Raymond James. Nothing about your relationship with Charles Stanley will change, and you will continue to work with the same team, in the same way, and your service will remain as it is today.

Why have you built a new online client account website?

We’ve listened to client feedback and designed a new website focusing on improved navigation and a clearer layout, making it easier to find what you need.

We have also strengthened our security to better protect your accounts and personal information. To do this, we are introducing two factor authentication (also known as ‘2FA’), which means we send you a different code to enter along with your username and password, each time you sign in. This replaces the old memorable word which will no longer be required.

2FA significantly reduces the risk of unauthorised access and provides better protection for your account and personal information.

Two-Factor Authentication (‘2FA’) information

When will I be able to access my account on the new website?

We will send you an email invite when your account is ready to be signed up; sign up is straightforward and should take around 5 minutes.

Do I need to do anything before I sign up?

Yes – please check your mobile or landline numbers are correct by visiting the My Profile page within the current MyCS account.

Your new online account requires two factor authentication, therefore we need a phone number to send you a different code to enter along with your username and password, each time you signing in.

Your unique code each time you sign in will be sent to your mobile (by text) or landline (by voice message).

Watch the video below, which helps guide you as to how you update your number on your MyCS account.

Will I still be able to use the old MyCS website or app?

You will still be able to access your account through the MyCS website or app until your account is moved; once your account has been moved, you will no longer be able to access your account on MyCS.

We will contact you when this takes places with information on how you can sign up.

How to sign up

Here we seek to answer how you will be able to move across to your new secure online account, what information we will need and how you will be contacted.

When can I sign up?

We will email you when your account has been moved and you can sign up to the new website.

How do I sign up?

Once you’ve received your email invitation, simply follow the steps below:

Go to the MyCS website and enter your existing username and password as usual.
Enter the unique 6-digit code we sent as a text message to your mobile number (or by voice message if you use a landline).
Set your new username and password and tick the box to agree to our Terms of Use.
You can continue using your current MyCS username and password if they meet the new security requirements. If not, you’ll need to create new details. If your existing username or password doesn’t meet the new rules, try adding extra letters or numbers to your current one.

What are the username and password requirements for the new website?

Username: at least 6 characters. You may reuse your existing MyCharlesStanley username if it meets the rule and hasn’t been taken.
Password: at least 8 characters, including at least one capital letter and one number.
Memorable word: The old memorable word is no longer required – it has been replaced by two factor authentication (2FA).

Two-Factor Authentication (‘2FA’) information

What if I have forgotten my MyCS sign in details?

If you can’t remember your MyCS sign in details, select either “I’ve forgotten my username” or “I’ve forgotten my password”, to recover and reset them.

If you still have difficulty, please contact our support team who will be happy to help.

My phone number is incorrect – what should I do?

You can update your phone numbers on the MyCS website before we move your account:

Sign in, go to My Profile and select Personal Data.
Update your contact details as needed.
You’ll be asked to confirm these changes by entering your password and date of birth.
Validate the new number(s) by following the onscreen instructions – this will ensure your 2FA codes will reach you successfully.

Watch the video below, which helps guide you as to how you update your number on your MyCS account

Two-Factor Authentication (‘2FA’)

Here we explain how two-factor authentication helps keep your account safe.

Why are we introducing 2FA?

Using a different code each time you sign in significantly reduces the risk of anyone else being able to access your account – even if they know your password. This provides stronger protection for both your account and your personal information.

2FA (two-factor authentication) is a simple but powerful way to keep your accounts secure.

How does it work?

Each time you sign in, enter your username and password as normal.

Then we willl send you a unique 6-digit code to your registered phone number. You simply enter this code where prompted; to confirm it’s really you. This replaces the old ‘memorable word’, which is no longer required.

By default, we send the code by text message to your mobile number if you have one, but you can also choose to receive it by voice message on your landline if you prefer.

What if I don’t have a mobile phone or have poor signal where I live?

If you only have a landline number saved on your account, we’ll automatically send your code by voice message to that number.

Watch the video guide below for help with updating and validating your number on the MyCS website.

What if I don't receive the code?

If you’re not receiving your verification code, don’t worry – this can usually be resolved quickly:

Check the phone number we have for you:
On the 2FA log in screen, you’ll see part of the phone number we’re sending the code to, as in the example below.

A screenshot of a computer

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Getting started

Here are some quick tips and information on how you can get started with your new online account.

Bookmark or save the new portal address for quick access

If you're using the desktop version of Chrome, Firefox, Edge, or Safari you can bookmark any you access frequently by pressing:

Control + D (Windows/Chromebook)

Cmd + D (Mac), on your keyboard

Help on how to create a bookmark

Signing in for the first time

Each time you sign in with your username and password, we’ll send a unique 6-digit code (known as a 2FA code) to your registered phone number. You’ll need to enter this code on the website to complete the log in process.

By default, this code is sent as a text message to your mobile number if we have one for you, but you can also choose to receive as a voice message on your landline if preferred.

It is important that we have your current mobile or landline details saved on your account.

Two-Factor Authentication (‘2FA’) information

How do I access the new app?

You will be able to download and use the new mobile app once you’ve successfully signed up to the new website. We will send you an email with details to download the app, so please keep an eye out for that message.

If you haven’t received the email after signing into the new website for the first time, don’t worry – just contact us and we’ll help you get set up.

Help, support and feedback

Help & Support

If you need help and support, you can reach our dedicated team in the following ways:
- 020 7149 6000 (Mon–Fri, 7.30am–5.00pm)
- support@charles-stanley.co.uk
- Secure Message – available once you’re logged in
You can also reach out to your regular Charles Stanley contact directly, or via our general Switchboard:
- 0207 739 8200

Additional support

We’re here to support you, whatever challenges you may be facing. Everyone’s circumstances are different, and if you ever need a little extra help accessing our services or would feel more comfortable with a different type of support – please let us know. We’ll always listen and work with you to find assistance that best suits your individual needs.

Feedback

We value all feedback. Please share your thoughts on the new Portal and App or any other aspect of our service with us at support@charles-stanley.co.uk – your feedback helps us improve and shape future updates.

Bookmarking a page

Here we explain how you can bookmark/favourite the page to easily navigate back to in the future.

If using Edge, then you may favourite a page using the below steps:

Navigate to the webpage you want to favourite.
Click the star icon on the right side of the address bar.
A small pop‑up menu will open.
- Name the bookmark (optional).
- Choose a folder to save it in (e.g., Favourites Bar, Other Favourites).
Click Done to save.

If using Google Chrome, then you may bookmark a page using the below steps:

Navigate to the webpage you want to bookmark.
Click the star icon on the right side of the address bar.
A small pop‑up menu will open.
- Name your bookmark (optional).
- Choose a folder to save it in (e.g., Bookmark Bar, Other Bookmark).
Click Done to save.